Project Manager
Project Manager – Bethesda, MDZimmerman is seeking a qualified Project Manager (PM) to oversee a location in Bethesda, MD. The PM will lead and manage all program components within a Call Center environment, including distributing work, supervising resources, and ensuring all contract requirements are met. This position involves planning, initiating, and monitoring projects, managing contract personnel, and maintaining a professional relationship with the client. Key Responsibilities: Lead and oversee contract staff, ensuring performance meets the Statement of Work (SOW) and contract requirements. Provide weekly updates to the customer on work, training, and personnel. Oversee project start-up and transition activities, review and complete deliverables, and monitor productivity and quality performance of contract personnel. Ensure staff are trained according to customer specifications, proficiency assessed, and able to meet contract requirements. Provide consultation on Call Center and Referral Management care coordination strategies, resolving complex healthcare administration issues, and leading organizational change initiatives. Lead the planning, execution, and monitoring of care coordination programs while advising on potential public or organizational impact of policies. Provide leadership that promotes outstanding customer service, company mission, values, and activities, and maintain on-site presence to monitor daily operations. Duties and Responsibilities: Manage, monitor, and report contract staff performance, ensuring compliance with contract requirements. Coordinate staff on/off-boarding with the COR, manage absences, review time reporting, and maintain open communication with the COR and customer. Provide daily absence reports including leave, sick, and late arrivals. Ensure staff comply with worksite administrative requirements (hours, dress code) and performance standards (accuracy, timeliness, productivity). Establish and maintain a training program aligned with QASP requirements; adjust training plans based on contract needs. Coach, counsel, and discipline employees as necessary to meet human resource objectives. Communicate project information and organizational goals, solicit feedback, and advocate for meeting customer requirements. Collaborate with cross-functional teams to translate complex executive service care coordination requirements into actionable strategies. Analyze program processes and data to improve efficiency and decision-making; provide executive-level guidance on coordination, program strategies, policy development, and innovation. Manage risks and issues throughout the program lifecycle and implement corrective measures. Monitor call queues to ensure adequate coverage and acceptable wait times (less than 10–15 minutes). Provide weekly performance briefings to the customer, including staff attendance, contract performance, and any service disruptions. Maintain all equipment supplied to staff and ensure proper return upon employee departure. Respond to customer inquiries within one hour; meet contingency requests promptly. Unique Military Healthcare Systems/Procedures: Experience with systems including, but not limited to: MHS GENESIS, P2R2 Virtual Analyst, M2 Data Mart, EDW, Population Health Operational Tracking and Optimization System, DMLSS, Medical Expense and Performance Reporting System, CMS, Defense Pharmacy System, Radiology and PACS, Automated Business System, and Commanders’ Resource Integration System. Requirements: Must be a U.S. Citizen. Must hold a Secret Security Clearance. Bachelor’s degree in Business Administration or Healthcare Administration. Minimum 5 years of healthcare industry experience; at least 2 years as a Project Manager. Minimum 3 years of experience as a Subject Matter Expert in Project Management for the DoD. Strong oral and written communication skills; excellent ability to influence and collaborate. In-depth knowledge of healthcare regulatory frameworks, operations, workflow design, and organizational strategy. Proven leadership competencies:Leading Self: Ethics, integrity, stress tolerance, drive, self-awareness, adaptability. Leading Others: Effective communication, developing others, valuing diversity, relationship building, managing teams collaboratively. Ability to facilitate discussions among diverse stakeholders in a psychologically safe environment. Demonstrated experience in planning, directing, and coordinating call center and referral personnel activities. ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status or any other legally protected status. INDSPN
